Hello,
We're hoping to find a way to get real-time transcription while an agent is in a call with a user. Each time the user expresses something like "I want to register my account" or "I want to change my information", it would reflect on Shelf Agent Assist.
How it currently works:
- Caller dials in and enters inbound callflow
- Caller keys in number 1 in DTMF
- DTMF 1 is for registration, so we use Set Participant Data block to determine that
- When the caller's interaction is picked up by an agent, agent sees an article regarding registration on the script's Shelf Agent Assist tab
What we are trying to achieve:
- When caller is speaking to the agent, we want real-time transcription to pick up intents
- Then, articles would update as intents are being expressed
Would this be possible?
Thank you!